Sitel, a global business process outsourcing (BPO) provider, has announced the opening of Las Vegas HomeShore, the company’s home-based agent program. Sitel HomeShore associates will be in place to provide customer care and technical service support for a satellite teleservices provider. More than 100 home-based agents are expected to be in the region by the end of 2008.

 

This HomeShore program is designed to provide clients with greater flexibility in managing their outsourced customer care needs. This particular client is expanding its home-based agent pool after the success of Sitel HomeShore at the Albuquerque facility.

Sitel is planning to rapidly grow its HomeShore program throughout 2008 and 2009, capitalizing on the slowdown in the economy and the anticipated increase in companies seeking to reduce customer service costs.

"The expansion of Sitel HomeShore in Las Vegas is a win for our client and our associates," said Chad Carlson, executive vice president of global operations at Sitel, in a Monday statement.

"Sitel HomeShore provides our clients with the flexibility to manage peak call times with customized agent schedules. Our associates are able to provide Sitel's distinctive brand of customer care from the comfort and convenience of their own homes, while saving on commuter costs."

Sitel aims to meet the needs of its clients through 66,000 associates in 27 countries. The company provides world-class solutions from on-shore, nearshore and offshore locations across 140+ facilities throughout North America, South America, EMEA and Asia Pacific.

Sitel clients receive award-winning service that delivers strategic insight, scale and diversity in offerings to ensure the best return on their customer investment. The company is privately held and majority owned by Canadian diversified company, Onex Corporation.

Companies throughout the U.S. are taking a closer look at their customer care initiatives and examining alternatives to their current processes that will enable them to save money, while also delivering a high level of customer service.

Sitel offers an innovative solution that utilizes U.S.-based agents with the skills, education and experience that companies are seeking in order to meet high expectations, regardless of physical location. As companies continue to find that offshoring does not always deliver on its promises, home-based solutions are becoming more and more attractive.